Account Operations Manager (Remote in US)

Gainwell Technologies LLC

29d•Remote

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. SummaryThe Account Operations Manager serves as the strategic link between the IT department and external/internal clients. This role ensures that Gainwell Shared Services technology solutions align with SLA’s, business goals, fosters long-term partnerships, and drives customer satisfaction through proactive engagement and technical insight.Your role in our mission Build and maintain strong relationships with account leadership and stakeholders Understand the client business needs and translate them into IT solutions Serve as the primary point of contact for IT-related inquiries and escalations Collaborate with internal teams to deliver tailored technology solutions Monitor service delivery and ensure SLAs are met Write and deliver root cause analysis documentation on major incidents and SLA breaches Identify opportunities for innovation, enhancements, and process improvement Lead client meetings, presentations, and strategy sessions Track account performance metrics and prepare regular reports Manage multiple projects and timelines across client portfolios Stay informed on emerging tech trends and advise clients accordingly

Requirements

Bachelor's degree in IT or a related field required.
Three (3) or more years of experience in a technical support role required, preferably in a service desk environment.
Experience with the ServiceNow system required.
ITIL v3 or v4 certification required.
Previous experience working in the healthcare or Medicaid space required.
Understanding of computer hardware, software, networking concepts, and operating systems (Windows, Linux, etc.) required.

Responsibilities

Build and maintain strong relationships with account leadership and stakeholders
Understand the client business needs and translate them into IT solutions
Serve as the primary point of contact for IT-related inquiries and escalations
Collaborate with internal teams to deliver tailored technology solutions
Monitor service delivery and ensure SLAs are met
Write and deliver root cause analysis documentation on major incidents and SLA breaches
Identify opportunities for innovation, enhancements, and process improvement
Lead client meetings, presentations, and strategy sessions
Track account performance metrics and prepare regular reports
Manage multiple projects and timelines across client portfolios
Stay informed on emerging tech trends and advise clients accordingly